TrueSight Capacity Optimization (TSCO) login returns error message BCO_WEB_WARN301 - Inexistent user or wrong password.  Please check your credentials.

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    This document contains official content from the BMC Software Knowledge Base. It is automatically updated when the knowledge article is modified.


    PRODUCT:

    TrueSight Capacity Optimization


    COMPONENT:

    Capacity Optimization


    APPLIES TO:

    TrueSight Capacity Optimization 20.02.x, 11.x



    PROBLEM:

     

    The TSCO Console returns the following error message after a login attempt.

    BCO_WEB_WARN301 - Inexistent user or wrong password.  Please check your credentials.

     


    CAUSE:

    Incorrect user credentials or missing user group in TSCO roles or database connectivity issue.


    SOLUTION:

     

    As the message indicates the most likely cause for this error is that the username or password specified for login is incorrect. A quick test is to use the same credentials to log in to the TrueSight Presentation Server (TSPS). If the login also fails then the username and password pair is incorrect. Open a case with the TSPS support team to resolve this authentication issue.

    Beyond a user credentials issue there are additional tests to perform.

      
       
    1. Log in to the TSCO Console with the local admin user. This account is created by default during installation.

           
           
      1. If using the admin account works, there may be a problem with the original user account's permissions. After the user credentials are checked by the Atrium Single Sign-On (ASSO) or Remedy Single Sign-On (RSSO) server there is an additional permission check on the TSCO Console. If the user's group in ASSO/RSSO is not listed as an External Name in a Role definition in TSCO, the user will not be allowed to log in.

               
               
        1. Retrieve the user's group name on ASSO/RSSO.

        2.      
        3. Log in to the TSCO Console as the admin user.

        4.      
        5. Navigate to the Administration > Users > Roles page.

        6.      
        7. Verify in each role definition if the user's group name is listed in the External Names field. If not, add the user's group to the appropriate role.

        8.     
      2.    
      3. Verify the admin user is in the Capacity_Administration group in ASSO/RSSO.

               
               
        1. Verify the Capacity_Aministration group is listed as an External Name in the ADMIN role in TSCO by running the following query on the TSCO database with the BCO_OWN user: select * from role where roleid=0 . If Capacity_Administration is not part of any role then add it to the ADMIN role with a database update command.

        2.     
      4.    
      5. View the $CPIT_BASE/web/log/cpit.log file for error (ERROR or FAIL) messages.

               
               
        1. If the error shows a connection issue with the TSCO database, verify the database connection by running the $CPIT_BASE/tools/dbcredentials/dbcredentials.sh tool. It will connect to the TSCO database on start up. If the database credentials are incorrect it will offer the user to enter them.

        2.     
      6.    
      7. Restart the TSCO components with the command $CPIT_BASE/cpit restart all .  If the issue persists after this generate the Log Grabber package and open a case with BMC Support with it.

      8.   
      

    Instructions for generating the Log Grabber package can be found in this Knowledge Article:
    https://bmcsites.force.com/casemgmt/sc_KnowledgeArticle?sfdcid=000244652

     


    Article Number:

    000364180


    Article Type:

    Solutions to a Product Problem



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